Hotel Training Manager

We are looking for a Training Manager for a leading hospitality group.

Job Profile:
Key Role Areas include Training need analysis, Developing a traning plan, Content development & review, Training delivery, Develop Departmental Trainers, Training Effectiveness, Process Improvement, Maintenance of LMS, Training Budgets, Employee Engagement, Corporate Social Responsibility
Participates in the development of Human Resources strategies which are aligned with the overall objectives of the Group
Develops and implements strategies for L&OD function based on comprehensive Training Needs Analysis
Monitors status regularly and course corrects strategies as appropriate
Develops and implements training plans which are aligned with the Group’s business strategies
Creates 100% guest satisfaction by providing the service experience trainings through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver and teamwork
Gives personal attention, takes personal responsibility and uses teamwork when providing training on the guest service
Assumes the responsibility to notice when the guest is not satisfied and trains the staff to use their best judgment to achieve 100% Guest Satisfaction
Performs special learning initiatives required to provide the capability development in service brand behavior segment and genuine hospitality
Analyses customer service results monthly and identifies trends
Conducts customer service training
Partners with Department Managers to develop strategies for keeping service standard alive within their department
Provides all new employees with a comprehensive induction program as part of the First 90 Days with Brand program to enable them to be orientated and efficiently productive from commencement
Creates a work environment aligned with Brand’s culture by designing, conducting, reporting all the management skills/ business skills training on a regular basis for Resorts/ Call Centres/ Branch Offices/ Corporate Office
Conducts management skills training and follows-up with participants to assess application of new skills
Ensures that employees attend all statutory training as scheduled; maintains and reviews tracking system regularly
Maintains a Training Roster for every training program delivered (Participants Details, Feedback Scores, Delivery Deck)
Strategize, Design, Produce eLearning Content on various learning programs required at the Resorts/ Call Centres/ Memberships/ Branch Offices/ Corporate Office

INDICATORS OF SUCCESS
Customer satisfaction (NPS Score, Comment Cards, annual quality review, CSAT Scores)
Training Feedback, Trainer Feedback, NPS Score, KP Method Scores
Learning Audit Scores & Resort Performance Scores & KPIs

Requirements:
Minimum of three years progressive core human resources and training experience
Bachelor’s degree preferred, certificate in related field desired
Hotel Management Subject Knowledge (Front Office, F&B Production & Service, Housekeeping, Engineering SOPs), Business Skills
Hands-on Experience working with Gen Zs & Gen Alphas 🙂
Experiential Learning Methodologies
Learning Evaluation Frameworks (Kirkpatrick Philip ROI/ ROE Method)
eLearning (Production & Deployment) & Tech Friendly
Microsoft Excel Advanced